Where is my refund?

On Friday the 6th we arrived at the hotel and got stuck in the elevator on the way up to our floor. After forcing the door open, we were stuck on the 11th floor with our 3-year-old while the elevator was out of service. When we approached the cleaning staff about it, they told us it is "normal". When we contacted the front desk, they mentioned that they would get someone to fix it. After a while another family contacted front desk again and were advised to walk down the stairs instead. We walked down 11 floors of stairs - which was dirty, dark, with water running down the walls. When I eventually arrived at the bottom, I demanded my money back from the manager. He promised that the payment would be reversed by Tuesday 10th August. Today is the 17th. I still haven't heard from the hotel. I have emailed them. I have left messages. I have received no response. Honestly, this is the worst hotel ever.